Customer Experience Operation Lead/Manager

Client Introduction

Our client is one of the fastest manufacturers and supplies Australia's only pharmaceutical-grade nicotine vaping product (NVP) to the domestic pharmacy channel. It is currently stocked in over 2,200 community pharmacies nationwide.

The company aim to help all Australian smokers quit and remain smoke-free as urgently as possible. While one million fewer smokers are our immediate focus, a completely smoke-free Australia is our ultimate goal. We're looking for a passionate individual who is excited to be a part of something great, someone driven by making a substantial contribution to the health and lives of millions of Australians.

As a Customer Experience Operations Lead, you are responsible for leading our customer support team. In this newly established role, you will be responsible for providing a rich and valuable experience to our patients with our products and services.

You will manage patient and HCP enquiries, drive team performance, and implement automation solutions to optimise efficiency. Additionally, you'll also help build more efficient CX team processes from rostering and reporting to launching new comms channels and optimising help centres. Overall your efforts will directly contribute to improving customer satisfaction and ensuring that Australians have the best possible chance to quit smoking for good.

The individual we are seeking must be willing to get their hands dirty and give 110% in their role to make a difference in our customers' lives.

What is on offer:

• Flexible working arrangements with a Hybrid Working System
• Monthly social activities
• A driven team environment
• Training and career growth potential

What does the role involve?

Reporting directly to the COO, and forming part of the CX Leadership team - so you have a heavy hand in determining the strategic direction of the CX team, whilst delivering exceptional CX expertise and driving the following business objectives:

• Leadership & Management: Directly manage and mentor the Customer Support Team, setting clear goals and performance standards to ensure exceptional service delivery.
• Customer Engagement: Handle complex customer enquiries and issues, ensuring timely and effective resolutions that enhance overall satisfaction.
• Strategy Development: Design and implement strategies to boost customer retention and engagement, leveraging insights to drive continuous improvement.
• Automation & Efficiency: Collaborate with the Process Optimisation Manager and IT to develop and manage automation processes that streamline customer service operations and improve overall efficiency.
• Feedback Analysis: Collect and analyse customer feedback to identify trends, areas for improvement, and opportunities for enhancing our services.
• Cross-Functional Collaboration: Work closely with sales, marketing, and product development teams to ensure a cohesive approach to customer experience and address any cross-departmental issues.
• Reporting: Develop and provide regular updates and detailed reports on customer success metrics and team performance to executive management.
• Executive Collaboration: Partner closely with the COO to align customer success strategies with broader company objectives and drive overall business growth.
• Industry Awareness: Stay updated on industry trends and best practices, integrating new insights into our customer success strategies to maintain a competitive edge.

Our ideal candidate will be able to use an array of skillsets as outlined:

• >5 years of customer service experience or equivalent
• 2-3 years of managing virtual teams or team leadership experience 
• Well-spoken in English because the team will be coming from diverse nationalities 
• Exposure to work in Start-up companies in E-Commerce, E-Health and related industry 
• Exceptional communication and interpersonal abilities.
• Proficiency in Asana, HubSpot, Google Workspace, and other relevant tools.
• Strong analytical skills with the ability to leverage data to drive customer success initiatives.
• A problem-solving mindset with a focus on customer satisfaction.
• Experience with data and reporting

Noted: This Job does not provide a Working Visa or Working Permit